Ofcom yesterday published guidelines to help e-communications services providers (CSPs) set up methods for resolving disputes with customers.

U.K. law requires CSPs to have codes of practice for residential and small business customers accurately stating standard terms and conditions, pricing, and access to publicly available telephone services, including details on alternative dispute resolution processes used to resolve complaints.

Ofcom’s guidelines will help providers with this process by setting out what needs to be included in a Code of Practice to secure Ofcom’s approval. Communications providers’ Codes of Practice should cover:

• Full contact details to enable customers to raise complaints with the provider
• Details of services, tariffs and any standard discount offerings
• Company policy on compensation and refunds
• Details of standard contract conditions
• Company procedures for handling complaints and resolving disputes
• Details of relevant alternative dispute resolution (ADR) mechanisms